Service Delivery Allahabad

Premankur Shrivastava

Objectives: To pursue a well groomed career in a reputed organization with efficiency, ability and sincerity of work and to utilise the learning’s from the experience gained.

PROFESSIONAL EXPERIENCE (15+ years in WFM) As on May’ 2021

Currently Working with Conduent Business Service India LLP ( Erstwhile Xerox) Bangalore, India.

Designation : Global Leader (Work Force Management )

Period: From May 2019 to Feb 2020

Job Profile:

•Responsible for entire WFM (Forecasting, Manpower Planning, Capacity Planning, Scheduling, Real Time Management, MIS, Revenue Generation, Leakages and Analytics) activities for 45 accounts, operations handled from different locations around the Globe (Majorly for US, Philippines, Canada etc) Currently taking care for Entire WFM and MIS, Responsible for Capacity plan, preparation and discussion with Operations and Management, Creating Forecasting on week, Day and interval level, based on the final call arrival pattern

•Handled the Annual Enrollment project single handed by providing Forecasting, FTE requirement, LOW hours and daily AE status along with comparison with last year on Revenue front.

•Worked on step Improvement project for salary and level improvement for Agent level across all locations

•Handled Team Size of Total 40 members include remote location teams (Including 3 Managers, Supervisors/ Scheduler/ MIS and RTA across locations)

•Responsible for end to end WFM, from Forecasting / Planning /Scheduling to service delivery for accounts Responsible for.

•Responsible for increase in Revenue Generation ( through Analysis by highlighting leakages, improvement plans etc)

•Working with operations on the cost / Revenue / Performance and service delivery.

•The WFM team consist of Scheduling team, who is responsible for preparation of daily and Interwalwise forecasting, weekly schedules for all process, through the internal forecast based on trend and as per the client locked assumptions on the offering and AHT including the shrinkage / aux / etc.

•Forecasting team is responsible for preparing monthly and weekly forecast, basis which FTE requirement is shared on the peak volumes,

•Observations with proper analysis is provided to ops and upper management with Proactive Alerts as an when required, based on the performance and requirement.

•Regular leakages and defaulter / outlier management reports are shared for process improvement and reduce revenue leakages.

•Responsible for the entire Service Delivery for all the locations in the process.

•Responsible for the Manpower capacity planning at Pan India Level for the process.

•Responsible for the handling the Business Revenue generation and cost

Worked with Hinduja (HGS) Global Services (Bangalore, India.)

Designation : Senior Manager – RMC (Work Force Management )

Period: From Sep 2018 to May 2019

Job Profile:

•Was Responsible for Entire WFM and MIS for US Healthcare Aetna LOB, Responsible for Capacity plan preparation and discussion with Operations and Management, Creating Forecasting on week, Day and interval level, based on the final call arrival pattern preparing the IDP and Scheduling by using Aspect,

•Initially was taking care for Domestic process, wherein was responsible for Manpower plan, Forecasting and scheduling for Airtel (Titanium, Solitaire, Prepaid and Postpaid), Idea, Amazon, Sony Erricson, GoAir, Easy Tab, Jiomi, IndusInd Bank, Lalpath Lab, Narayana Hospital, Hinduja Hospital, Icici Bank, etc. which were handled from Noida, Bangalore, Pune, Mysore, Hyderabad, Mumbai locations.

•Responsible for end to end WFM, from Forecasting / Planning /Scheduling to service delivery for Pan India Level for the process Handled

•Responsible for increase in Revenue Generation ( through Analysis by highlighting leakages, improvement plans etc)

•Working with operations on the cost / Revenue / Performance and service delivery.

•Handled Team Size of Total 18 members (Including Manager, Deputy Manager, Assistant Manager/Team Leader/ Scheduler/ MIS and RTA across locations)

•The WFM team consist of Scheduling team, who is responsible for preparation of daily and Interwalwise forecasting, weekly schedules for all process, through the internal forecast based on trend and as per the client locked assumptions on the offering and AHT including the shrinkage / aux / etc.

•Observations with proper analysis is provided to ops and upper management with Proactive Alerts as an when required, based on the performance and requirement.

•Regular leakages and defaulter / outlier management reports are shared for process improvement and reduce revenue leakages.

Previous Work Experience :

Worked with Intelenet (Serco) Global Services (Agra, India.)

Designation : Senior Manager – Central -Work Force Management

Period: From Jan 2012 to Sep 2018

Job Profile:

•Was taking care for Entire WFM and MIS for Telecoms ( Vodafone Qatar (India and Jordan) and Aircel), Banking ( RBL- Ratnakar Bank Ltd, South Indian Bank, Laxmi Vilas Bank) and Non Telcom ( MHRIL- Mahindra Holidays, Dominos, McD, Havells, Jaipur Vidyut, Reliance Retail, Bajaj Electricals, Chola Mandlam 3 sites, DHFL, One Assist, ) at Intelenet, (Prior to this was handling: Vodafone / Uninor from Kolkata location, Idea from Mohali, and Airtel for Bangalore and Guwahati and TTSL for Agra/Pondicherry/Bangalore/karnal/Mohali) in Intelenet.

•Responsible for end to end WFM, from Forecasting / Planning /Scheduling to service delivery for Pan India Level for the process Handled

•Responsible for Pan India MIS activities for the Process, Including Billing and Payments, and increase in Revenue Generation ( through Analysis by highlighting leakages, improvement plans etc)

•Working with operations on the cost / Revenue / Performance and service delivery.

•Handled Team Size of Total 22 members (Including Assistant Manager/Team Leader/ Scheduler/ MIS and RTA across locations)

•The WFM team consist of Scheduling team, who is responsible for preparation of weekly schedules for all process, through the internal forecast based on trend and as per the client locked assumptions on the offering and AHT including the shrinkage / aux / etc.

•MIS team, is responsible for publishing entire internal and external MIS reports for all the Pan India Locations for the process, including all adhocs as per the timelines.

•Also observations with proper analysis is provided to ops and upper management with Proactive Alerts as an when required, based on the performance and requirement.

•Regular leakages and defaulter / outlier management reports are shared for process improvement and reduce revenue leakages.

•Responsible for the entire Service Delivery for all the locations in the process.

•Responsible for the Manpower capacity planning at Pan India Level for the process.

•Responsible for the handling the Business Revenue generation and cost

•Fully automation of reports including the Real time hourly Reports are getting published without no human presence and the mails are also delivered as per the scheduler setting automatically.

Worked with Kochar Infotech Pvt. Ltd (Vadodara, Gujarat.)

Designation : Manager - Work Force Management / MIS

Period: From Feb 2011 to Jan 2012

Job Profile:

•Responsible for entire location’s WFM and MIS and Pan India WFM / MIS for Vodafone Process.

•Technical Helpdesk Processes which are handled at the Location for 2G and 3G calls : Airtel, Reliance, Vodafone, Idea and Aircel

•Responsible for all process WFM and MIS activities for the location

•Handling Team Size of Total 16 members ( 3 Team Leaders, 6 Executives, 5 RTA and 2 IDMGT)

•The WFM team consist of Scheduling team, who is responsible for preparation of weekly schedules for all process

•Real Time Monitoring Team (Command Centre team), is responsible for meeting the daily service level targets.

•MIS team, is responsible for publishing entire internal and external MIS reports for all the LOB’s

•Responsible for the entire Service Delivery for all the LOB’s at the Location.

•Handling the Manpower capacity planning of the location for all level.

•Responsible for the handling the Business Revenue generation.

Worked with IBM (Global Process Services, Vishakhapatnam, A.P.)

Designation: Assistant Manager (Work Force Management/ MIS)

Period : May -2009 to Feb 2011

Job Profile:

•Handling WFM/MIS team at the location BU.

•The WFM team consist of Scheduling team, who is responsible for preparation of weekly schedules for agents (approx. 1500 executives)

•Real Time Monitoring Team (Command Centre team), is responsible for meeting the daily service level targets.

•MIS team, is responsible for publishing entire internal and external MIS reports for both the LOB’s

•Responsible for the entire Service Delivery for all the LOB’s at the Location.

•Currently handling Airtel Prepaid and Post-paid Mobile customers for Andhra Pradesh and Orissa Circle. We are in the process of starting HDFC also from March’11

•Handling the Manpower capacity planning of the location for all level.

•Taking care for preparing presentations for monthly review with the client.

•Preparation of other internal decks for internal and corporate Business review.

•Responsible for the handling the Business Revenue generation. (Running the business in profit)

•Preparing weekly monthly internal team wise Score Card for operations which created an internal competition within the teams to achieve the targets.

•Responsible for sending RCA reports to the client in case of service delivery miss.

•Responsible for all the communication with the client ( For call volume forecast, promotions, offers, impacting service delivery as planning purpose also intermediate changes if impacting business).

•Timely updating to the upper management team on the business revenue position

•Monthly meeting with the management team, discussion on new plans, ideas, clients updates, centre performance, outliers and its management, improvement areas for the location, guidelines and management requirement from WFM department.

•Created a Business Analytics team within the MIS team ( Highlight the leakages in the system, outlier management, data analysis, team wise performance outliers, etc.)

•Projects :

•Avail Utilization

•Electricity Cost Reduction through Seating plan.

•Location wise scheduling for transport cost reduction.

•New Hiring of executives from nearby locations.

•Introducing commando shifts.

•Introducing part time shifts.

•Security staffing and scheduling project.

•Peak AHT project.

By implementing these projects either improved the capacity handling for the location or projects were completed with good Revenue / Cost Reduction

•As People Manager :

•Responsible for WFM/MIS team members

•Information cascading business requirement and updates as per responsibility

•Grooming of team members for their next role.

•Internal movement / shuffling job profiles within team as per the skills and also a learning initiative for all.

•Weekly review within the team.

•Monthly 1 – o – 1 with all team members ( guiding them with their improvement areas, with proper feedbacks)

•Internal team members training for WFM concepts by arranging monthly test with WFM and call centre school program question.

•Currently all the team members are certified in the call centre school exam for WFM.

•Monthly Outing and R & R for the team members.

•Responsible for the CSAT of the team members.

* Worked with Reliance BPO (Reliance Infostreams, Navi Mumbai.)

Designation: Senior Executive Team Lead (Work Force Management)

Period : October -2004 to April 2009

Job Profile:

As Team Lead : (From October 2007 till April 2009)

•Playing role of a Zonal lead for WFM, Handling Circles Postpaid and Prepaid Pools and central Buckets. (Inbound process of approx 1400 agents)

•Handling a team of Scheduler, Planner and Change Management for the Zone.

•Close Looping of issues and escalation from the operations in concern with WFM metrics.

•Handling all Zonal Responsibilities (North Zone and Central Bucket) related to WFM

•Responsibilities related to WFM, Forecasting, Planning, Scheduling, Change Management, escalations, Matrices. (Handling Circle : Delhi, Punjab, Rajasthan Postpaid and prepaid, Buckets : VIP, Erecharge, Rconnect, Big Flicks, WSPE)

•Escalating issues and alerts to the Operations if operational metrics does not met the targets.

•Dynamic changes in Schedules if required as per the call flow is initiated and done.

•Handling All IEX workstation and web station related issue, their resolution, coordinating with the vendor for issue resolution and maintaining logs.

•Arranged IEX Workshop, Trained Managers and Team Leaders from Operations

•Training given to the New Team Leaders and the External Team Leaders Joined to the Reliance BPO about WFM and IEX.

•Trained Planning, Scheduling for the Vendor Location Chandigarh competent Executives

•Trained other members within team for Scheduling process and other internal training required for metrics improvement

In Scheduling : (From August 2006)

•Develop staffing schedules to meet call volumes and exceed service levels.

•Schedule preparation manual (Solver Based) and through IEX Total View both.

•Maintaining and analysing data for calls offered, handled, abandoned, AHT, ASA, Service Level, forecasting data and making changes in the schedules where required to exceed the service level and reduce calls getting abandoned.

•Preparing Weekly Schedules for the Customer Response Executives of different circles, which includes the shift timing, break timings, and leaves sanctioned/opted if any, using the IEX Software.

•Addition of names in IEX of the new agents joining on Operations Floor.

•Coaching and Training the New Joinees, who would be using the Total IEX Software and CMS, tool for Avaya.

•Identify current scheduling approaches and show the Operation’s team how to better match schedules with workload demands.

In RTM : (From February 06 to July 2006)

•Monitoring the performance of executives on a Real time basis, based on the parameters.

•Generating Daily Absenteeism Report, for all circles, which highlights the counts of Executives on the calls, in training, budding, on sanctioned leaves, on uninformed leaves, all late logins for the day.

•Monitoring the Call waiting period, the number of calls in queue, for all circles, and if any measures to be taken, notifying the same to the Lead managers.

•To enhance further Process-related knowledge of our new team members and to make them comfortable with preparation of hourly, daily reports, prepared Process Documents of the hourly and daily Reports.

•RTA (Real Time Adherence) process for each circle phase by phase for entire contact center ie: total 13 circles in all.

•Responsible for the management for Real-Time Operations Control and Operations Support throughout the enterprise-wide group of call centers.

•Monitoring Real time activity for entire contact center coordinating with Operations taking necessary action for delivering high quality client and customer service.

•Analysing intraday, Daily, Weekly and Monthly performance of entire contact center, providing feedback to Operations so that necessary action can be taken for better customer and client Service.

•COPC & Projects:

•Member of the COPC Project team

•Handled Internal Audits & supporting report based analysis for External Audits.

* Worked with Tribhuvan Industries Ltd (A Manufacturing company at Lucknow, UP)

Designation: Accounts Officer

Period : February -2000 to November 2002

Job Profile:

•Handling and taking responsibility of Entire Accounts related work.

•Handling Cash Transactions and arrangement of proper funds flow of the company

* Worked with Prestress India Corporation (A Manufacturing company at Allahabad, UP)

Designation: Accountant

Period : February -1999 to January 2000

Job Profile:

•Handling and taking responsibility of Entire Accounts related work.

* Worked with ET & T Computers (A Govt of India Undertaking Computer Training Institute at Allahabad, UP)

Designation: Sr. Faculty

Period : November -1997 to January 1999

Job Profile:

•Responsible for training computer courses for students in the institute

•Taking Corporate Training programmes at NTPC and Indian Railways

QUALIFICATION:

•Post Graduate Diploma In Business Administration (PGDBA) (Specialization in Marketing) August 2007

From Symbiosis Institute of Distance Learning, Pune.

•Bachelor of Commerce (B.Com.) June 1996 Barkatullah University, Bhopal

•Diploma in Computer Application (D.C.A) June 1992

Resources Development Institute(Govt of India), Bhopal

•AGCL Training on IEX Software (Technical Training) August 2007

At Reliance Infostream Pvt. Ltd. DAKC, Mumbai

•IEX Training on Software (Train the Trainer Certified) November 2007 At Reliance Infostream Pvt. Ltd. DAKC, Mumbai

PERSONAL DETAILS

Date of Birth : September 21, 1974

Hobbies : Playing and watching cricket

Languages Known : English, Hindi, and Marathi

Address : Whitefield, Bangalore.

Phone – 074********, 076********

Email : ************@**********.***,

(Premankur Shrivastava)

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